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AppOmni · 1 month ago

Lead Customer Success Manager

Denver, CO

Full-time

Onsite

Senior Level

$170K/yr - $185K/yr

7+ years exp

AppOmni is a leader in SaaS Security, helping customers achieve secure productivity with their applications. The Lead Customer Success Manager will be responsible for driving the full customer lifecycle, ensuring customers are actively engaged and fully recognizing the potential of the AppOmni product through strategic relationship management and product adoption initiatives.

Cloud SecurityCyber SecurityEnterprise SoftwareSaaSSoftware

Responsibilities

Manage and serve as the primary point of contact for all post-sales activity for AppOmni’s top enterprise customers through strong relationship-building, product knowledge, planning and execution

Be consultative and build in-depth relationships and a complete understanding of customer business goals and objectives. Develop a trusted advisor relationship with customer champions and executive sponsors to drive product adoption and ensure they are using AppOmni to achieve full business value

Ensure that a plan is in place with each customer for deployment, change management and adoption programs. Monitor and identify adoption and utilization trends, provide recommendations based on customers' needs, risks, and strategy

Introduce and implement new products and features as they become available, with the support of the AppOmni Technical Account Manager and/or Implementation Manager

Increase customer retention by conducting regular health check meetings for tactical items, and performing strategic business reviews for alignment of objectives and outcomes

Track accounts to identify churn risk and work actively to eliminate that risk; own the renewal strategy and work closely with the AppOmni Renewals Manager to influence the successful execution of renewals

Be the voice of the customer to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers

Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs

Simultaneously manage multiple enterprise customers who are at different points in the account lifecycle

Evangelize customer success stories with the Marketing team

Above all, put customer’s needs first and demonstrate customer obsession

Qualification

Customer Success ManagementSaaS Security ExperienceEnterprise Customer EngagementCloud Security ExperienceIdentityAccess ManagementSalesforce ProficiencyGainsight ProficiencyZendesk ProficiencyProblem ResolutionPresentation SkillsRelationship BuildingTeam CollaborationAdaptability

Required

7+ years experience in customer success in a SaaS organization, consulting, technical account management, or sales engineering

Current experience working directly with large enterprise customers, Fortune 100 companies, and C-level executives

Experience supporting customer organizations comprised of security teams and business application owners

Working knowledge of common SaaS solutions such as Salesforce, M365, ServiceNow, Workday, Okta

Self-driven and self-motivated individual who enjoys a fast moving and constantly changing environment

Strong customer facing and presentation skills with the ability to establish credibility with multiple stakeholders

Has handled difficult customers or situations and can demonstrate resolutions

You enjoy planning, adjusting, executing, winning, and celebrating as a team

Preferred

SaaS security experience, Cloud security experience, Identity and Access Management, or experience in other cybersecurity disciplines are strongly preferred

Proficiency in Salesforce, Gainsight, and Zendesk preferred

Knowledge of Python or other languages is a plus

Startup experience is a plus